Welcome to National Grid—Frequently Asked Questions
Why did National Grid purchase New England Gas Company's Rhode Island operations?
This transaction is a natural for us; it fits perfectly with our core energy delivery business and our company has a legacy of service in Rhode Island that dates back more than a century. We presently deliver electricity to approximately 477,000 customers in 38 communities throughout Rhode Island. With the addition of natural gas operations, we have expanded our business presence to include 245,000 Rhode Island natural gas customers—the majority of whom are already National Grid customers.
I know National Grid is in the electric business. Does National Grid have experience in the natural gas business?
We currently distribute natural gas to approximately 11 million homes and businesses in the United Kingdom and more than 3 million customers in New York, Massachusetts, and New Hampshire.
As a customer, how will I benefit by this transaction?
You will be served by a solid, well established company that is the major energy delivery firm in Rhode Island for both electricity and natural gas. In most respects, you will see little change in how you receive your natural gas service.
Will I get one bill for both my natural gas service and electricity service?
No. You will continue to receive separate bills; one bill for your electric service; one bill for your natural gas service.
Can I pay my National Grid electric bill and my National Grid natural gas bill together?
Please pay your National Grid electric bill and National Grid natural gas bill separately. Do not enclose your electric bill payment with your natural gas bill payment and vice versa.
Will my natural gas bill change as a result of the switch to National Grid?
Yes. Beginning September 2006, we will begin transitioning customer bills to reflect the fact that National Grid will now provide your natural gas service. By November 2006, we will conclude the process of changing the company identifications for all of the components of your bill.
Who do I make my check payable to for my natural gas bill—New England Gas Company or National Grid?
Please make your check payable to National Grid and send it to us by using the payment envelope enclosed with your bill. The mailing address for natural gas bill payments is PO Box 1048, Woburn, MA 01807-1048.
Where can I pay my National Grid bills in person?
To find a complete listing of authorized pay stations in Rhode Island, you can visit Pay in Person.
My natural gas bill is paid through New England Gas Company's Direct Payment Service, which takes the money directly out of my checking account. Do I have to make any changes?
No. The third party service provider, who facilitates the withdrawal of funds from your account, will notify your financial institution of the change to National Grid.
I pay my natural gas bill through the online banking service at my bank. Do I have to notify my bank that National Grid now provides my natural gas service?
Yes. Effective with your September natural gas bill payment, please make all payments to National Grid. Please note that your natural gas account number, customer number and premise number have not changed. Also, please do not combine your electric bill service and natural gas bill payments. Please make these payments separately to National Grid.
Will my Budget Billing Plan change?
No. Your Budget Billing Plan will continue until we review the Budget Billing Plan and make any adjustments based on your actual usage and natural gas costs for the previous six-month period.
Who do I call for questions about my natural gas bill?
Please call us at 800-870-1664 to discuss your natural gas account. Our customer service telephone hours are 7:30 a.m. to 6:30 p.m., Monday through Friday. Beginning the weekend after Labor Day through the weekend preceding the Memorial Day holiday weekend, our Customer Contact Center will also be open on Saturdays from 7:30 a.m. to 4:00 p.m.
Can I call the same telephone number regarding my electric bill?
For questions regarding your National Grid electric service account, please call Customer Service at 800-322-3223. Our business hours are Monday through Friday, 7:00 a.m. to 7:00 p.m. and Saturday, 7:00 a.m. to 5:00 p.m.
Who do I call to report a natural gas leak?
If you smell natural gas, please leave the premises immediately, taking everyone with you (including pets), and leave all doors and windows open behind you. Don't re-enter the premises to open doors and windows. From another location, please call us at 800-640-1595.
Who do I call to report a loss of electricity?
Please call us at 800-465-1212 to report any power outages and emergencies.